1xBet Casino - Nalog igrača je nepravilno spojen.

Hello,

I am submitting an official complaint against 1xBet due to a serious violation of my account and a failure to resolve the issue professionally.

Here is a clear summary of the case:

I contacted 1xBet support only to request a change of the display name in my account – nothing more.

Without my permission, they merged my account with another one, which is a clear breach of privacy and was done without my knowledge or consent.

Later, they falsely claimed that I "requested the merge," which is completely untrue. I clearly refused that in the chat, and the proof is documented.

They did not resolve the original issue either. They only changed the name in my personal details section, but the actual username remained unchanged.

I sent two detailed messages requesting a full fix, and I even gave them a 24-hour final deadline, but their reply was vague, evasive, and did not address the main problem.

Therefore, I am demanding the following actions:

1. Immediately separate the merged accounts, as the merge was done without my consent.

2. Change the username (not just the personal name) as originally requested.

I am attaching full evidence, including screenshots of the conversation that prove:

I never requested an account merge.

I explicitly asked only for a name change.

The support team failed to resolve the issue and misrepresented my request.

I respectfully ask for your help to get my account corrected and to hold 1xBet accountable for this unprofessional and misleading behavior.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you created more than one account at this casino?
• Could you please clarify if you used both accounts?
• Why did you request a username change?
• Also, could you please advise if you created your account(s) with correct personal information?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi Kristina,

I would like to clarify a few important points regarding my case:

When I first created my account, I entered all my information correctly, including my real phone number and personal email address. The only mistake I made was accidentally entering a different name instead of my real one. Later on, I submitted a request to simply correct my name—nothing more.

Unfortunately, 1xBet did not update the username itself. They only changed the name in the personal information section. Moreover, they went ahead and merged my account with another one without my permission or approval. In fact, they gave me a choice to merge accounts, and I clearly declined, but they still merged them regardless.

I have full screenshots of the entire conversation with 1xBet support that clearly prove everything I’m saying. If needed, I can send you the full PDF file containing all these screenshots.

One note: for privacy reasons, I’ve blurred my ID in the screenshots. However, when I originally contacted 1xBet, I submitted the unblurred version of my ID, and I still have proof of that. If needed, I can also provide you with the original unedited version privately—but please ensure that my ID is not shared or displayed publicly in any way. This is a real and sensitive identity document.

Let me know if you're willing to review the proof. I'm ready to send it.

Best regards,

Shaker

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

I’ve just sent the full file with all the evidence and communication to your email: kristina.s@casino.guru as requested.

Please confirm once received, and let me know if you need anything else.

Thank you very much,

Shaker

I understand that this situation is frustrating, and I appreciate the time you’ve taken to provide all the relevant information. However, after carefully reviewing the case, we regret to inform you that we’re unable to assist you further.

All players are required to create their accounts using accurate and complete personal details, which must match the information shown on their official identification documents. This requirement is clearly outlined in the casino’s General T&Cs:

Verification criteria for identity document: information that should be indicated on ID: name, photograph, date of birth, citizenship. These data completely coincide with the data in player’s profile; the document is valid.

Additionally, there is an indication that you may have created more than one account at this casino, which is also strictly prohibited under the same Terms and Conditions.

While some exceptions may occasionally be made by the casino at its discretion, due to our company policy, we are unable to pursue this case any further, as we cannot support actions that fall outside the established rules.

At this stage, the best advice we can offer is to always take extra care when registering at casinos and ensure that all the personal information you provide is complete and correct.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.